Onboarding Management

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Are you passionate about helping customers adopt Microsoft 365 products and making a global impact? Do you have a desire to envision, evangelize, and execute innovative approaches to solve problems across people, processes, and technology? Are you most effective working side by side with a team of driven technology and business professionals? We are the FastTrack Team. A diverse group of passionate technology professionals driven to help our customers realize high value from their Microsoft investment. Focused on driving Copilot growth and the required security posture at scale with customers, FastTrack plays a primary worldwide role in executing this strategy at scale across our customers and partners while working side by side the Field and Customer Success Unit along with multiple Microsoft engineering, data analysis, marketing, sales, support, and operational teams.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:
As a Business Transformation Specialist, you will be responsible for helping customers identify and redesign internal business processes, while architecting and enabling solutions leveraging Microsoft 365 Copilot, Generative AI, and extensibility solutions. This role requires both technical depth in Microsoft 365 architecture, knowledge of business process mapping, change management practices and strong communication skills to help customers reimagine their business process while also being able to articulate solution benefits to non-technical stakeholders. You will work closely with account teams to establish yourself as a trusted advisor for clients at the early stages of their digital transformation journey.
- Documenting and Analyzing Business Processes: Document and analyze current business processes and workflows. Continuously identify areas for improvement using customer learnings/feedback and propose new processes leveraging Microsoft 365 Copilot, Generative AI, and Copilot Extensibility solutions.
- Facilitating Envisioning Workshops: Facilitate workshops and provide detailed input into project plans. Conduct gap analysis to identify opportunities for process improvement and redesigned workflows.
- Solution Design: Design high-level architectures for Microsoft 365 Copilot, Generative AI, and Copilot Extensibility solutions, showcasing the potential for productivity enhancements and operational efficiencies. Collaborate with internal teams to create solutions and documentation that highlight the value of M365 Copilot.
- Build Strategy for M365 Copilot: Provide strategic, technical, and partner input based on Microsoft capability at the account level. Leverage knowledge of partners, open-source solutions, and competitors of M365 Copilot. Deliver core competitive knowledge back to engineering teams to enhance M365 Copilot capabilities and develop compete strategies.
- Product Demonstrations and Proof of Concept (PoC): Develop live demos of Microsoft 365 Copilot capabilities and custom extensibility solutions. Customize demo environments to demonstrate specific use cases, helping potential clients visualize the benefits of Microsoft 365 Copilot in their unique business context.
- Technical Solution Alignment and Readiness: Stay up-to-date with Microsoft’s advancements in Copilot, Generative AI, and extensibility, advising both clients and internal teams on the latest capabilities. Work closely with the FastTrack delivery team to ensure solu